Self-service computer with dynamic interface

ABSTRACT

A self-service computer with dynamic interface. The self-service computer includes a processor for receiving environment information, for selecting among different user interface features including different transaction screens and different transaction screen content based upon the environment information, and for providing selected user interface features during a transaction involving a customer.

BACKGROUND

Self-service computer systems have replaced assisted-service computersystems in many business environments today. For example, self-servicecomputer systems may be found in banking, retail, hospitality, travel,entertainment, medical, and other environments.

Self-service computer systems typically provide a consistent interfacefor completing transactions, regardless of customer type, queue length,or other factors.

Past approaches for offering customized user experiences have required auser to log in to a self-service computer. The self-service computerretrieves stored preferences associated with the user and changes theuser interface accordingly. In addition, some self-service computersdisplay buttons to change user interface parameters, such as volume orfont size, on the fly.

Therefore, it would be desirable to provide a self-service computer witha dynamic interface that is not necessarily based upon knowing theidentity of a user.

SUMMARY

A self-service computer with a dynamic interface is provided.

The self-service computer includes a processor for receiving environmentinformation, for selecting among different user interface optionsincluding different transaction screens and different transaction screencontent based upon the environment information, and for providingselected user interface features during a transaction involving acustomer.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates a block diagram of an example self-service computer.

FIG. 2 illustrates a block diagram of an example transaction systemincluding the self-service computer.

DETAILED DESCRIPTION

Referring now to FIG. 1, an example self-service computer 10 includesprocessor 12 which executes self-service application 14 and environmentinformation processing software 16.

Self-service application 14 provides user interface features fromself-service application data 18 to customers in order to processtransactions. User interface features may include transaction screensand transaction screen content. User interface features may additionallyinclude multimedia features including audio and video features.

Self-service application data 18 may include one or more templates orskins populated with transaction items. For example, in a quick servicerestaurant, self-service application 14 may display a template populatedwith images of food items stored locally and/or obtained from a hostserver computer that distributes images of menu items to a plurality ofquick service restaurants.

Self-service computer 10 executes environment information processingsoftware 18 which captures or receives environment information 20 andprocesses it for use by self-service application 14. Environmentinformation 20 may include any information about the location ofself-service computer 10.

Self-service computer 10 may receive environment information 20 fromvarious sources. For example, self-service computer 10 may include oneor more peripheral sensors, such as a camera, for capturing environmentinformation 20. As another example, self-service computer 10 may receiveenvironment information 20, such as outside weather information, fromanother computer via a network.

Example environment information 20 may include user type information,queue length, queuing time, weather conditions where self-servicecomputer 10 is located (or outside a building in which self-servicecomputer 10 is located).

User type information may include demographic categories, includinggender and age. Example age types include juveniles, adults, andseniors. Additional categories are envisioned and possible by furthersegmenting these categories.

Self-service application 14 is dynamic in that it may provide adifferent user interface based upon different environmental information20 provided by environment information processing software 18. Thus,self-service application 14 may display different transaction screensand transaction screen content, and/or vary individual user interfacefeatures such as volume, font type and size, and color based upon theinformation in its environment.

Self-service application 14 may also rely on customer identificationinformation, if provided via loyalty card or other input, but customeridentification information is not necessarily required by self-serviceapplication 14 to select a user interface. Self-service application 14is capable of selecting user interface features without customeridentification information.

Self-service application 14 may rely on rules 22 for selecting userinterface features. Rules 22 may be derived from previously collectedcustomer interactions stored in purchase data.

For example, self-service application 14 may choose and displaydifferent templates based upon environmental information 20 and rules22. If information processing software 18 detects a female adult,self-service application 14 may display a template with user interfacefeatures tailored to women. If information processing software 18detects a teenager, self-service application 14 may display a templatewith user interface features tailored to teenagers.

As another example, self-service application 14 may vary individual userinterface features, such as font size, color, contrast, and audio volumebased upon environmental information 20 and rules 22. If informationprocessing software 18 detects a senior citizen or person who is likelyabove a certain age, self-service application 14 may adjust font size,color and contrast, and audio volume to larger/higher levels.

In addition, self-service application 14 may follow different workflowsfor different demographics based upon environmental information 20 andrules 22. Again, using the example of a senior citizen, self-serviceapplication 14 may provide a more straightforward, human-likeinteraction. For younger users who tend to be more comfortable withtechnology, self-service application 14 may provide a more streamlinedworkflow, using common text-messaging shortcuts or even a video-gamemotif.

As yet another example, self-service application 14 may choose anddisplay different avatars based upon environmental information 20 andrules 22. Self-service application 14 may choose an avatar suited to thedemographic of the user, either one like the demographic or one whichcomplements the demographic.

Any of self-service application data 18, environment information 20, andrules 22 may alternatively be stored at a server computer connected toself-service computer 10 via a network. Environment informationprocessing software 16 may also be executed by a server computer insteadof self-service computer 10.

Self-service computer 10 additionally includes memory, program and datastorage, a display, and one or more user input devices. The display anduser input device may be combined as a touch screen.

Self-service computer 10 may execute an operating system such as aMicrosoft operating system, which can display screen information withinone or more windows.

Self-service computer 10 additionally includes components andperipherals necessary to accomplish the purpose for the environment inwhich it is located. For example, self-service computer 10 mayadditionally include, but not be limited to, one or more paymentperipherals and a receipt printer. Example payment peripherals include acard reader, a currency and/or coin acceptor, and a currency and/or coindispenser.

The venue for self-service computer 10 may be any venue suited tocompleting a self-service transaction. For example, self-servicecomputer 10 may be located at a retail store, airport, hotel, rental carfacility, restaurant, health care facility, or other venue.

Referring now to FIG. 2, an example system 50 in a quick service or fastfood venue includes one or more attendant computers 32 and one or moreself-service kiosks 30.

In this example, self-service kiosk 30 includes camera 26. Camera 26 maybe positioned to capture images of the entire queuing area adjacentself-service kiosk 30.

Environment information processing software 16 includes image processingapplication 40. Image processing application 40 captures image data 42using camera 26, compares captured image data 42 to reference facialcharacteristic data 44 to determine a customer type, and provides thecustomer type information to self-service application 14. Self-serviceapplication 14 selects self-service application data 18 for displaybased upon the determined customer type and rules 22.

For example, image processing application 40 may determine gender,approximate age, ethnicity, group status, presence of children, andother anonymous characteristics associated with a customer. Self-serviceapplication 14 uses this classification information to choose and tailorany of different templates, workflows, menu options, promotions,suggestive sell options, instructions, color contrast and schemes, fontsize audio prompts and levels, avatars, voices and/or other userinterface features from self-service application data 18 based uponrules 22.

As another example, image processing application 40 may capture imagedata tracking customer journeys from the time they enter the field ofview until they press the first button on self-service kiosk 30.Self-service application 14 selects self-service application data 18 fordisplay based upon the determined journey and rules 22.

Image processing application 40 may calculate actual customer queuingtime along the journey. Self-service application 14 may track thefollowing times: 1) “customer ordering time” (e.g., the time from afirst screen touch until a “Pay Now” touch, 2) “customer payment time”(e.g. the time from a “Pay Now” touch until a receipt is printed, 3)“customer wait for food time” (e.g., the time from when the receipt isprinted until an attendant or other employee first scans a printed orderbarcode indicating that the customer's order is ready for pickup, and 4)“customer leave counter area with food time” (e.g., the time from afirst scanning of the order barcode until a second scanning of the orderbarcode indicating that the customer picked up the food order.

As yet another example, image processing application 40 may determinecustomer queue length, a total number of customers waiting to placeorders using self-service kiosk 30, and a percentage of queuing areacurrently being occupied by customers waiting to use self-service kiosk30.

The self-service ordering interface presented by self-serviceapplication 14 is dynamic depending on the state of the customer queues.An example rule 22 is to limit the number of upselling prompts, and/ordisplay a different opening menu containing only top selling items ifthe customer queue is greater than about eight customers, and/or thequeuing area in front of self-service kiosks 30 is more than 50%occupied. The objective is to improve service levels and to speed up theordering process when the customer queue reaches a certain pre-definedcritical level to reduce the likelihood of customers leaving thequeue/restaurant.

Other environment information 20 is also envisioned. For example,real-time weather information for a given restaurant's location woulddynamically influence suggestive selling prompts shown to the customerby self-service application 14. During hot weather, self-serviceapplication 14 may offer ice cream, milkshakes, ice coffee, freeze pops,and other food items that customer purchase histories have shown arepopular during hot weather. During cold weather, self-serviceapplication 14 may offer coffee, tea, chili, and other food items thatcustomer purchase histories have shown are popular during cold weather.

Attendant computer 32 and self-service kiosk 30 may be located in closeproximity to another so that an attendant may see and verbally interactwith a customer.

Alternatively, attendant computer 32 and self-service kiosk 30 and maybe located separately from each other. For example, self-service kiosk30 may be located in a drive-through lane or in a play area.

Self-service kiosk 30 allows a self-service customer to perform atransaction with or without assistance from an attendant at attendantcomputer 32. Self-service application 14 displays screens fromself-service application data 18, which includes images of food itemsavailable for selection by a customer and food selections already madeby the customer.

Self-service kiosk 30 additionally executes sharing application 24,which sends information to attendant computer 32, including the identityof a currently displayed screen and any selections made by a customer onthat screen. Sharing application 24 further receives selections made byan attendant at attendant computer 32.

Self-service application 14 stores the selections as updates toself-service application data 18. Thus, sharing application 24 ensuresthat locally stored self-service application data 18 on self-servicekiosk 30 is synchronized with self-service application data 18 stored byattendant computer 32. A customer at self-service kiosk 30 sees the samedisplay information that is displayed by attendant computer 32. Thecustomer can make selections and the attendant can watch the customerselections in real time as they are performed.

Attendant computer 32 is coupled to one or more self-service kiosks 30.Attendant computer 32 allows an attendant to interact with a customer atany of self-service kiosks 30 during a transaction. Attendant computer32 executes attendant application 28, which accesses local or remotecopies of self-service application data 18 associated with each of theself-service kiosks 30 to obtain data defining a screen currentlydisplayed by one or more self-service kiosks 30.

Attendant computer 14 further executes sharing application 24, whichreceives the identity of the screen currently displayed by self-serviceapplication 14, and any selections made by a customer on that screen.

Attendant application 28 stores the screen identity information and theselections in the locally stored copy of self-service application data18. Thus, sharing application 24 ensures that locally storedself-service application data 18 on attendant station 32 aresynchronized with self-service application data 18 stored onself-service kiosk 30. An attendant at attendant computer 32 sees thesame display information that is displayed by self-service kiosk 30. Theattendant can make selections on behalf of the customer and the customercan watch the attendant selections as they are performed.

Attendant application 28 and self-service application 14 may optionallyhand off payment processing to other transaction software on an in-storecomputer.

Although particular reference has been made to certain embodiments,variations and modifications are also envisioned within the spirit andscope of the following claims.

1. A self-service computer comprising: a processor for receivingenvironment information, for selecting among different user interfacefeatures including different transaction screens and differenttransaction screen content based upon the environment information, andfor providing selected user interface features during a transactioninvolving a customer.
 2. The self-service computer of claim 1, whereinthe processor also selects the user interface options based upon rules.3. The self-service computer of claim 2, wherein the rules are basedupon previously extracted information about customers.
 4. Theself-service computer of claim 1, wherein the environment informationcomprises customer type information.
 5. The self-service computer ofclaim 4, wherein the customer type information comprises gender.
 6. Theself-service computer of claim 4, wherein the customer type informationcomprises age.
 7. The self-service computer of claim 1, wherein theenvironment information comprises queue length.
 8. The self-servicecomputer of claim 1, wherein the environment information comprisesqueuing time.
 9. The self-service computer of claim 1, wherein theenvironment information comprises weather conditions.
 10. Theself-service computer of claim 1, wherein the different user interfaceoptions comprise different templates.
 11. The self-service computer ofclaim 1, wherein the different user interface options comprise differentfonts and font sizes.
 12. The self-service computer of claim 1, whereinthe different user interface options comprise different color andcontrast.
 13. The self-service computer of claim 1, wherein thedifferent user interface options comprise different volume levels. 14.The self-service computer of claim 1, wherein the different userinterface options comprise different avatars.
 15. The self-servicecomputer of claim 1, wherein the different user interface optionscomprise different transaction workflows.
 16. A self-service computercomprising: a camera for capturing images of a location in front of theself-service computer containing at least one customer; and a processorfor extracting environment information from the images includinginformation about the one customer, for classifying the one customerinto a customer type out of a plurality of different customer types, forselecting user interface features among a plurality of different userinterface features including different transaction screens and differenttransaction screen content based upon the customer type, and forproviding selected user interface features during a transactioninvolving the one customer.
 17. A self-service method comprising:receiving environment information by a self-service computer; selectingamong different user interface features including different transactionscreens and different transaction screen content based upon theenvironment information by the self-service computer; and providingselected user interface features during a transaction involving acustomer by the self-service computer.